Chat
Live chat with the person sitting at any RMM-managed device.
Overview
Chat connects your technicians to the end user at a managed device. When you send a message, a chat window pops up on their screen (via the RMM Monitor tray app) with a Windows notification; their replies appear in RAD Repairs within seconds. No email, phone tag, or remote session needed for a quick question like "is now a good time to reboot?"
Requirements
The device needs RMM agent v1.8.0+ with RMM Monitor tray v1.2.0+ (agents update themselves and upgrade the tray automatically), and someone logged into the desktop to see the popup.
Starting a chat
- From the Chat page: click + New, then pick a device. Online devices are listed first, and you can search by device or customer name.
- From a device's page under Assets & RMM: click the Chat button.
- Each device has one open conversation at a time - opening chat for the same device returns to the existing thread.
The conversation view
- The green dot next to the device name means its agent is connected and messages deliver instantly.
- If the device is offline, you can still send - messages queue and deliver the moment the device reconnects (the thread notes this under your message).
- The end user can start the conversation too: the tray menu on their machine has Chat with Technician. Their message opens (or reopens) the device's conversation and lights up your Chat badge.
- Press Enter to send; Shift+Enter adds a new line.
Unread badge
New messages from devices show a count on the Chat item in the sidebar - the same attention badge used for tickets and invoices. Opening a conversation marks its messages read.
Ending a chat
Click End Chat to close a conversation. The end user sees "The technician ended this chat" in their window. Closed conversations stay in the list under the Closed filter; if either side messages the device again, a fresh conversation starts.
What the end user sees
- A chat window (branded with your company name) opens automatically when you message them, along with a Windows toast notification showing your name.
- They can minimize or close it - it reopens on your next message.
- Chat history for the open conversation is preserved even if their machine restarts.
Tips
- Chat is for quick, live back-and-forth. For issues that need tracking, create a ticket from the device's page - or ask the user to use Request Support in their tray menu, which opens a ticket with an optional screenshot.
- Conversations are linked to the device's customer, so you always know who you're talking to.